People like it when they can find ways to solve problems by themselves. Considering filing queries, it is important that customers find their way because of a few reasons (customer’s point of view)
- Customers are lazy, they do not like to contact the support team unless they cannot find ways to solve it.
- They are mostly in fear that if they don’t get a reply or answer back
- Needs instant answers and also expects solutions faster.
Knowledge base software is important for businesses because it helps streamline customer support by providing customers with easy access to answers to common questions.
Knowledge Base Software is one kind of self-service platform that helps customers to help themselves to solve problems without contacting support agents.
By implementing a knowledge base, businesses can reduce their customer support workload by up to 60%
The knowledge base has its own advantages that ease the workload of the support agents.
What you can add to the Knowledge Base?
You can several things to make your Knowledge Base appropriate. The maintenance of the Knowledge Base differs from one business to another. But overall, you can maintain like this👇🏻
- Make articles, guides, and insightful information that helps your customers to go through it.
- Write a How-To guide so that every kind of customer can understand and take guidance.
- Add relevant images, media, audio, or video according to your convenience.
By this, your customers can understand and take insights whenever they are in need of help.
As we all know Knowledge Base software is one of the best for providing customer support. Let’s understand how can you leverage the use case of the Knowledge Base in your business;
Decreased Support Tickets
With the help of an accurate knowledge base, customers can leverage the already given information of their queries. Meanwhile, customers can gain insights into what answers they need and it can lead to a decrease in the ticketing system.
One Response To the Same Questions
Knowledge Base can act as a centralised source of information that helps customers to provide answers. Let different customers ask the same questions, you already have the explanation prepared with you handy which you can provide them right away or even they can go through.
24/7 at Custoemer’s Service
Customers or visitors can come anytime and it is not always that your support agents are there to answer them may it be the smallest of things that they need to understand.
Knowledge base articles can be referred to anytime and they can even solve queries on their own without even talking to an agent.
Escalates the Team’s Productivity
When it comes to supporting team productivity, it is dependent on so many factors and with Knowledge Base, it is kind of getting completed. By decreasing tickets, the support team can boost productivity on important things.
Zero Stress For Support Teams
The accurate Knowledge Base, specially made for customers for guidance helps the support team to get stress-free as they do not have to keep on answering repeated questions and much more.
Sometimes, there are long technical guides that customers would not be able to understand. Support Agents do not have to keep on answering them, infact can easily provide the knowledge base article link.
Ticker Deflection Number
Knowledge Base helps to create fewer tickets as its articles help to provide the answers to customers whenever they need them. By this, it helps to avoid contacting customer support agents. It helps customer support agents take care of serious things.
The 11 Best Knowledge Base Software Platforms in 2024
Desku is an all-in-one customer support platform that has an extensive Knowledge Base support.
Desku is considered to be the best Knowledge Base System that helps business owners add self-service articles for a better customer experience.
Support agents do not have to answer repeated questions ever again from the customers, help desk software like Desku is here to provide the external Knowledge Base for the customers.
Desku has no restrictions in adding the number of articles as it helps to create a Knowledge Base with unlimited resources.
There are no internal costs to access your knowledge base or add 100 articles, it is included in the regular pricing range when it comes to maintaining the existing knowledge base software.
You do not need to add anything additionally, there is a simple way of adding articles, videos, images other media, informational guides, or any go-to tips or tactics that will help your customers to guide in better ways without even contacting the agents.
Helpjuice is a knowledge management software designed to help businesses create, manage, and share internal and external knowledge.
It allows users to create a centralized repository of information, making it easy for employees and customers to find answers to their questions. It also features a search function, making it easy for users to find the information they need.
The Knowledge Base is an effective way to organize information in an easily accessible format.
It is also a great way to consolidate all relevant information into one central location, making it easier for employees and customers to access the information they need quickly and efficiently.
Additionally, the Knowledge Base can help improve customer service by providing customers with quick answers to their inquiries.
Price: Free trial available. Plans start at $120 per month (includes up to four users).
3) Zendesk Guide
Zendesk Guide is a knowledge-based software that allows businesses to create and manage an online database of frequently asked questions (FAQs) and other helpful information. It is designed to be easy to use, with a simple interface that allows users to quickly create and organize content. It also includes a powerful search function, making it easy for customers to find the information they need.
Price: Free trial available. Plans including Zendesk Guide start at $49/agent per month.
4) ProProfs Knowledge Base
ProProfs Knowledge Base is a software that helps businesses to create, manage, and share their knowledge base with customers and employees. It is easy to use, with a simple and intuitive interface. The software also allows users to create custom fields, forms and categories, which can be tailored to the user’s needs. ProProfs Knowledge Base also features a powerful search function, making it easy for users to find the information they need.
Pricing: The basic plan starts from $30/author/month
KnowledgeOwl is a knowledge management software that allows businesses to create, manage, and share a knowledge base with customers and employees. It is designed to be easy to use, with a simple interface that allows users to quickly create and organize content. The software also includes a powerful search function, making it easy for users to find the information they need.
Pricing: The basic plan starts from $79/month
6) HappyFox Knowledge Base
HappyFox Knowledge Base is a software that enables businesses to create, manage and share their knowledgebase with customers and employees. It allows the creation of categories and sub-categories, making it easy to find and organize the information. It also has the ability to integrate with the HappyFox customer support platform, which lets the support teams access the knowledge base directly from the support ticket.
Pricing: The basic plan starts from $26/per agent/per month
HelpDocs is a help centre software that makes it easy for businesses to create, manage and share their knowledge base with customers. It is user-friendly, with a simple interface and powerful customization options. It allows users to create categories and subcategories and add images and videos to articles to make the information more engaging. The software also has a robust search function, making it easy for users to find the information they need.
Pricing: The basic plan starts from $69/per agent/per month
Answerbase is a knowledge management software that allows businesses to create, manage, and share their knowledge base with customers and employees. It includes a powerful search function, making it easy for users to find the information they need. The software also allows users to create custom fields and forms, making it easy to tailor the knowledge base to the user’s needs.
Pricing: The basic plan starts from $19/month
9) Help Scout Docs
Help Scout Docs is a help centre software that enables businesses to create and manage their knowledge base with customers and employees. It has a simple and intuitive interface and allows users to create categories, subcategories and custom fields, which can be tailored to the user’s needs. It also includes a powerful search function, making it easy for users to find the information they need.
Pricing: The basic plan starts from $20 per month
Bloomfire is a knowledge management software that allows businesses to create, manage, and share their knowledge base with customers and employees. It allows users to create and organize content into categories and provides a search function to easily find information.
The software also includes collaboration tools to facilitate team-wide sharing and updating of knowledge and has the ability to integrate with other customer service and workflow tools. Additionally, it allows the creation of a dynamic knowledge base with discussions, polls, and quizzes.
Pricing: The basic plan starts from $25/month but you can always book a call for further consultation call for the prices.
11) Guru Knowledge Base Software
All of your company’s information can be stored in one place with Guru, an internal wiki and knowledge management solution. Guru allows you to store anything from battle cards for your sales team to product roadmaps for your engineering department.
Through the platform’s browser extension, users are able to capture and store information without having to switch between windows or applications. Moreover, the company provides a Slack integration that allows users to create articles, find or share existing information, and receive real-time notifications when content requires verification.
Pricing: There is a free trial and a plan available. A monthly fee of $5 per user is charged for paid plans.
There are numerous top-notch knowledge-base software platforms like Desku. These platforms offer user-friendly interfaces, robust search features, and customization options.
Choosing the right one depends on your business needs, and the right choice can enhance customer service and profitability.